SIP Communicator Administrator Guide

Version 5

Author: Dellwood

Contents

1. Logging on as Administrator ……….

Page 3

2. Changing the Administrator password ………..

Page 3

3. Domain Settings ………

Page 3

4. Creating Dial Plans ………

Page 4

5. Creating Extensions ………...

Page 5

6. Configuring Handsets ………

Page 7

7. Configuring Service Flags ……….

Page 10

8. Configuring Group Mailboxes ………..

Page 12

9. Configuring Auto Attendants ………

Page 12

10. Configuring Hunt Groups ……….

Page 14

11. Configuring Conference Bridges ………..

Page 15

1. Logging on as Administrator:

Browse to: https://pbxX.spitfiretsp.net/ Where X = PBX number where domain is configured

Enter the admin user account: [email protected]

Enter the admin password: Supplied by Spitfire

2. Changing the Administrator password:

• Select Accounts from the menu bar:

• Click Edit next to the Admin account.

•

.

• Click Save.

3.

Domain Settings:

4. Creating Dial Plans

• Select Dial-Plans from the menu bar:

• Type in the name for the Dial Plan and click Create as shown below.

• Click Edit for the Dial Plan just created.

• Overwrite default entries with preferred dialling patterns and click “Save”

Note: In this example all international calls are barred.

• Pref: The order in which applied rules are checked. Rules with lower Pref are checked 1st.

• Trunk: Select you domain trunk or other routing options from the drop down list.

• Pattern: Dialling pattern checked by system. (* indicates all numbers)

5. Creating Extensions:

• Select Accounts from the menu bar.

•

.

• Select Extension under Account Type.

• Select a Dial Plan to be used by the extension/s.

• Enter in the details for up to 10 extensions simultaneously.

• Click Create.

• Number: Enter the extension number and DDI (If assigned) separated by a “/” Note: when creating an extension separating the extension and DDI numbers with a “/” will create 1 account with two

aliases using a space will create two separate accounts. The “/” should only be used when creating extensions, if adding a DDI to an extension when editing it, then use a space. Do not add the leading zero of the DDI. After creating return to “List” and ensure that you see the two entries for the extension created: 2003 Extension(Alison Clark)

2075087862 <2003> Extension(Alison Clark)

• Name: This is the name displayed when you call another user on the domain. The name displayed on the handset in “idle” state is configured on the handset.

• SIP Pass: Used by handset to register.

• Web Pass: Used to access user web interface.

• Pin: Used to access voicemail remotely.

• Email: For voicemail to email and other notifications.

• To edit an extension select Lists under Accounts.

• ANI: Outgoing CLI

• Upload Picture: Picture displayed on users homepage.

• Explicitly specify park orbit: Can specify park location (must be an extension)

• Block outgoing caller-ID: Withholds extension CLI if set to “Yes”.

• Redirection, Mailbox and Email are covered in detail in the Spitfire Web User Guide.

• Registration: Displays status of handset registration.

6. Configuring Handsets

Note: If the handsets are supplied by Spitfire then they will automatically upgrade to the latest firmware version and download a Spitfire Default Configuration when connected to a network offering DHCP and with internet access. The only configuration required to get a handset working is the Identity settings and Handset buttons.

Remote access to handsets:

The routers used for SIP Communicator are configured by default to use the DHCP on the 10.0.0.0 to network. There is also port forwarding set up as follows:

Port Destination IP

8001 10.0.0.1

8002 10.0.0.2

8003 10.0.0.3

……… and so on

Accessing a handset remotely

• Ask the user to press the “?” button on the handset to see the IP address.

• Enter the router address and port number for the handset IP address into a browser. Example: http://86.223.17.25:8001/

• You will then be directed to the login page of the handset on IP address 10.0.0.1.

Configure a SIP Account on a SNOM handset:

• Once handset has booted, press the “?” button to view the IP address.

• Type the IP address into a browser and enter the user name and password to log onto the handset interface. (User name and password set by Administrator)

• Select “Identity 1” and configure the SIP Registration details.

• Display Name: Name Displayed on handset display. (recommend only 1st name for 320 and 300)

• Account: Extension number as configured on the SIP Communicator.

• Password: SIP Password as set on the SIP Communicator.

• Registrar: Company Domain Name.

• Outbound Proxy: pbx2.spitfiretsp.net.

• Authentication Username: Same as Account

•

•

Programming Buttons on a Snom:

• Select Function Keys

Service Flags: Event = Extension: Dial = Service Flag Extension Number

Record Shared Mailbox Greeting: Event = Extension: Dial = Mailbox Extension Number

Record AA Greeting: Event = Speed Dial Dial = *98 + AA Extension Number

Pick Up: Event = Speed Dial Dial = *87

Extension Event = Speed Dial Dial = Extension Number

Call Park Event = Speed Dial Dial = *85

Park Retrieve Event = Speed Dial Dial = *86

Configure a SIP Account on a Yealink handset:

• Once handset has booted, press the “OK” button to view the IP address.

• Type the IP address into a browser and enter the user name and password to log onto the handset interface. (User name and password set by Administrator)

• Account Active: Select “On”

• Label: Display name on handset (For a T28 set this to the extension number)

• Display Name: Name displayed when you call another user. (This is overwritten by the PBX)

• Register Name: Extension Number

• User Name: Extension Number

• Password: SIP password as set on the PBX.

• SIP Server: Domain where account is configured.

• Enable Outbound Proxy Server: Enable

• Outbound Proxy: PBX where domain is configured.

Type Line Extension Pickup Number

Service Flags: BLF 1 Ext No of SF

Record Shared Mailbox Greeting: BLF 1 Mailbox Ext No

Record AA Greeting: Speed Dial 1 *98 + AA Extension Number

Pick Up: Speed Dial 1 *87

Extension Speed Dial 1 Extension Number *87+Extension No

Call Park Speed Dial 1 *85

Park Retrieve Speed Dial 1 *86

7. Configuring Service Flags:

• Select Create under Accounts.

• Select Service Flag from the drop-down menu.

• Enter an extension number.

• Click Create.

• Select List under Accounts.

• Mode: Manual or Day/Night. (see notes below)

• Current State: Activate/Deactivate.

• Extensions that may change status: User with permission to activate/deactivate flag. Day/Night Mode: System automatically changes status of flag at predefined times of the day.

8. Configuring Group Mailboxes:

• Create an extension as described in section 3. (Call it Night Mailbox for example)

• Select List under Accounts and then select Edit for the extension created.

• Select Redirection and ensure that Do not disturb is set to “On” and click Save.

• Add the account to “Identity 2” of all handsets that should be notified of messages.

• Configure mailbox settings as described in the Spitfire Web User Guide.

• To record the greeting for the mailbox, dial the extension number, then press * and enter the PIN number. Follow prompts to record greeting.

9. Configuring Auto Attendants:

• Select Create under Accounts.

• Select Auto Attendant from the drop-down menu.

• Enter an extension number.

• Click Create.

• Select List under Accounts.

• Account Number/s: Enter in any DDI number associated to the AA. (separated by space)

• Name: Name of the AA.

• Extension Input: Allows callers to dial an extension directly if they know the number.

• Accounts that cannot be called: Prevents extension been called directly.

10. Configuring Hunt Groups

• Select Create under Accounts.

• Select Hunt Group from the drop-down menu.

• Enter an extension number.

• Click Create.

• Select List under Accounts.

• Account Number/s: Enter in any DDI number associated to the AA. (separated by space)

• Name: Name of the AA.

• Stages: Enter extensions that should ring at each stage (separated by space) and the time for the stage ring.

• Final Stage: Enter destination if call is not answered by any extensions in the 3 stages.

• From Header: Determines what is displayed on the handset when the hunt group is called.

• ANI: Outbound CLI.

• Dial Plan for outbound calls: Dial plan to use if destination is an off switch number.

• Night Service: Assigns a Service Flag to the Hunt Group and the destination where calls should be routed if the flag is active.

11. Configuring Conference Bridges

• Select Create under Accounts.

• Select Conference from the drop-down menu.

• Enter an extension number.

• Click Create.

• Select List under Accounts.

• Account Number/s: Enter in any DDI number associated to the Conference Bridge. (separated by space)

• Name: Name of the Conference Bridge.

• Mode: Select “Ad Hoc”.

• Before entering the conference: Callers can be requested to record their names 1st which will then be played to other callers already in the conference.

• Participant Access Code: Password that callers should use to enter the Conference.

12. Configuring Calling Cards:

• Select “Accounts/Create/Calling Card”. Assign a number to the calling card and click “Save”.

• Account Number(s): Extension number for the calling card. A DDI can also be assigned to dial the calling card directly from external devices.

• Dial Plan: Assign a dial plan for the calling card to use.

• ANI: CLI sent when an external call is made from the calling card.

• Send daily CDR report to: PBX will send an email on a daily basis listing all calls made using the calling card.

• Callback: Set to “On” if calling card will be used for call backs, set to “Off” if it will be used as a standard calling card.

• Allow calling accounts on PBX: Leave set to “Block”

• Entering telephone numbers: Leave set to “User must press pound”

• Permissions to monitor account: If left blank then all users can monitor the calling card use via a button on the handset, can restrict monitoring to certain extensions by inserting extension numbers.

• All other fields are not relevant and should be left as default.

13. Assigning Barge-In Permissions:

Installing the TAPI Driver:

• The TAPI driver can be installed from the following link:

http://www.pbxnsip.com/download-software/software.php

• Click on “Run” and install the Driver using the install wizard.

• Reboot the PC. (Not prompted for a reboot but is required)

Configuring the TAPI Driver:

• Open Outlook and select Contacts:

• Click on “Auto Dialer” as shown in figure 1.

Figure 1

• On the “New Call” screen, click “Dialing Options”

Figure 2

Figure 3

• Fill in the SIP account details and Click “OK” o Username: Extension Number

o Password: SIP Account password; can be obtained from the system administrator. o Domain: Company Domain where SIP account is configured.

o Address of the PBX: PBX where Company domain is configured.

• Click OK and close the “New Call” screen.

Dialing from Outlook Contacts:

• Select the contact in Outlook.

• Click “Auto Dialer”

• Click “Start Call” as shown in figure 5.

Figure 5

• Your handset will ring, pick up the receiver or press the speaker button to connect the call.

14. Programming Tips:

• Consider the numbering plan carefully and consider future expansion.

• If possible match digits of the extension number to the last few digits of the DDI.

• Use the same number scheme for different types of accounts: Example:

Extensions: 2000 to 2099

Hunt groups: 2100 to 2199

Auto Attendants: 2200 to 2299 Group Mailboxes: 2300 to 2399

• Create Dial Plans 1st.

• Create extensions and configure handsets, once all handsets “up and running” start with system configuration.

• “Work Backwards” Example: When setting up AA or HG, create all destinations, service flags and group mailboxes needed for the AA or HG 1st. This will prevent you “jumping” around the configuration.

Programming Tips continued……….

• Always set a final destination in Hunt Groups, even if the customer is adamant that someone will answer the call.

• When setting up an AA using the “Dial extension” feature ensure the options you configure in the AA do not clash with the extension numbers.

13. Glossary

Auto Attendant An automated system designed to guide a caller through the options of a voice menu. Typically set to answer and route incoming calls.

Blind Transfer Where one user transfers a call to another user without notifying the recipient. It is also known as unsupervised transfer or cold transfer.

Call Forward A feature that allows an incoming call to a called party which would be otherwise unavailable, to be redirected to a mobile telephone or other telephone number where the desired called party is situated.

Call Hold Allows a system user to manually place a call on hold, so the incoming caller cannot hear your conversation.

Call Pick Up Call Pickup allows a user to answer a call presented to another extension.

Call Transfer Call Transfer allows another party to be placed on hold and transferred to another destination number.

DSL Digital Subscriber Line. A family of digital telecommunications protocols designed to allow high speed data communication over the existing copper telephone lines between end-users and telephone companies. Also known as xDSL.

G.711 3 kHz audio encoded at 64-kbps. G.711 is PCM audio, the format used for voice delivery over traditional telephone networks and exchanges.

Hot Desking Enables a telephone user to log in and out of any telephone on the system.

Hunt groups A Hunt Group is a collection of users handling similar types of calls, e.g. a sales department. An incoming caller wishing to speak to Sales can ring one number but the call can be answered by any number of extensions that are members of the Hunt Group.

Jitter A term used to describe the variance in delay/latency of transmitted data packets.

Lag Lag is the term used to indicate the extra time taken by a packet of data to travel from the source computer to the destination computer and back again. The lag may be caused by poor networking or by inefficient or excessive processing.

Latency Latency the time taken for a packet of data to be sent by an application, travel and be received by another application.

Night Service The period outside normal working hours when the call centre is either directing or overflowing calls to another answering point.

Overflow Group If all extensions in the Hunt Group are busy or not answered, another Hunt Group, called an Overflow Group, can be used to take the calls. An overflow time can be set to stipulate how long a call will queue before being passed to the Overflow Group.

Packet A logically grouped unit of data. Packets contain a payload (the information to be transmitted), originator, destination and synchronizing information. The idea with packets is to transmit them over a network so each individual packet can be sent along the most optimal route to its. Packets are assembled on one end of the communication and re-assembled on the receiving end based on the header addressing information at the front of each packet. Routers in the network will store and forward packets based on network delays, errors and re-transmittal requests from the receiving end.

Packet loss Packet loss is the term used to indicate the loss of data packets during transmission over a computer network. This may happen on account of high network latency or on account of overloading of switches or routers that is unable to process or route all the incoming data.

Packet Switching A means of economically sending and receiving data over alternate, multiple network channels. The premise for packet switching is the packet, a small bundle of information containing the payload and routing information. Packet switching takes data, breaks it down into packets, transmits the packets and does the reverse on the other end. Packets can be sent in order and then be received in a different order - only to be put back in the correct order in seconds. Although traditionally used for data, packet networks, especially well-managed ones, are becoming suitable for real-time transmission of voice and video.

PBX Private Branch exchange. A telephony/data switching system, usually located on customer premises and belonging to the user. In contrast to Centrex which is largely located on the common carrier’s premises?

PoE Power Over Ethernet (PoE) describes a system to transmit electrical power, along with data, to remote devices over standard twisted-pair cable in an Ethernet network.

PSTN Public Switched Telephone Network. The combination of local, long-distance, and international carriers that make up the worldwide telephone network

QoS Quality of Service - the ability of a network (including applications, hosts, and infrastructure devices) to deliver traffic with minimum delay and maximum availability.

Redial A service feature that allows the user to dial, by depressing a single key or a few keys, the most recent telephone number dialed.

RTP Real Time Protocol (RTP) is a packet based communication protocol that adds timing and sequence information to each packet to allow the reassembly of packets to reproduce real time audio and video information. RTP is a transport used in IP audio and video environments.

TDM Time-division multiplexing (TDM) is a method of putting multiple data streams in a single signal by separating the signal into many segments, each having a very short duration. Each individual data stream is reassembled at the receiving end based on the timing.

Twinning Allows an external telephone such as mobile phone/home phone or soft phone to ring simultaneously with calls that come into your office phone

VoIP The process of making and receiving voice transmissions over any IP network. IP networks include the Internet, office LANs, and private data networks between corporate offices. The main advantage of VoIP is that users can connect from anywhere and make phone calls without incurring typical analog telephone charges, such as for long-distance calls.